Release Notes 3.18.0
These Release Notes contain supplemental information about Quality Management and related modules, version 3.18.0.
Topics include:

What's New for Quality Management 3.18.0

Bug Fixes

Documentation

Troubleshooting and Getting Help

What's New for Quality Management 3.18.0
The 3.18.0 Release Notes for Quality Management and its related modules offers information required to get started with the new features and enhancements of the latest release. Please refer to the product documentation for additional details.
In this release, we introduce the following features to the base platform:

Improved experience on Search Calls page

“Create Date” on the Search Calls page is now named: “Interaction Date”

Application LOGO is customizable

Enhanced relative date range for greater flexibility

For customers subscribed to the Quality Management Evaluations and Reporting functions:

Redesigned evaluation form

Improved experience on Search Evaluations page

Switch between evaluations without losing data

“Create Date” on the Search Evaluations page is now named: “Evaluated Date”

“Short Names” is available on Template Section titles and Question titles

For customers subscribed to the Quality Management Speech to Text functions*, we introduce the following features for this release:

Calls can be filtered based on the words contained in the call Transcriptions

For customers subscribed to the Quality Management Screen Recording functions*, we introduce the following features for this module:

Screen Recorder authentication based on cluster ID

Base application Functional Descriptions
Improved experience on Search Calls page

The calls page list has been redesigned to give users a cleaner and easier view to manage and evaluate calls. Key call details are now accessed through the Slide Out Panel, which has been re-designed from the ground up to make the information more organized. Now, in the Slide Out Panel, users can see all completed evaluations. Users also have the ability to start a new evaluation or pick up where they left off! Please review the following video for a preview of the new and exciting look and feel:
https://vimeo.com/196657345/eae2709750

“Create Date” on Search Calls page is now named: “Interaction Date”

On Search Calls page the Create Date is renamed to Interaction Date in order to be easily distinguishable.

Application LOGO is customizable

This feature introduces the possibility to customize the LOGO displayed on the navigation bar.

Enhanced relative date range for greater flexibility

This new improvement on the Date Picker offers the users the ability to search for the last # days. The user can simply add the number of days they need to display entries for. This feature is available overall the application where Date Picker appears.

Quality Management Features*
Redesigned evaluation form

The evaluation form has a fresh look and feel. Instead of appearing in the Slide Out Panel, the form now appears on its own page, giving the evaluator a focused view to complete their evaluation quicker. In addition to the intuitive evaluation form, there are options to write comments, attach files, and watch screen recording video if one is one available*.

Please review the following video for a preview of the new and exciting look and feel:

https://vimeo.com/196663399/378dc67eee

Improved experience on Search Evaluations page

The Search Evaluations page has also been re-designed to match the enhancements done to the Search Calls page. The Slide Out Panel displays key call details, notes, attachments, and screen recording video just like on the Search Calls page. In addition, key evaluation details are shown for the selected evaluation. Users can also edit the evaluation and launch the evaluation report.

Switch between evaluations without losing data

Users are able to start creating evaluations and then move to another template or page without losing the previous changes. Evaluations are saved by default as draft, keeping all the progress made on each evaluation.

“Create Date” on Search Evaluations page is now named: “Evaluated Date”

On the Search Evaluations page, the Create Date is renamed to Evaluated Date, in order to be easily distinguishable.

“Short Names” is available on Template Section titles and Question titles

The users can create “Short Names” on Template Sections titles, as well as on Question titles. The "Short Names" are useful when reporting on section or question titles that are very long, as the report will become overall easier to read.

*Additional subscription fees may apply.

Speech to text features*
Calls can be filtered based on the words contained in the call Transcriptions

Users can now identify the calls they’re interested in based on the words used by the callers or agents. Using the Advanced Search query “Transcriptions CONTAINS (“desired word or words”). Users can find only the interactions containing words they’re interested in.

This release also includes a “Transcription NOT CONTAINS” option in Advanced Search to avoid displaying calls containing certain words.

*Additional subscription fees may apply.

Screen Recording Features*
Screen Recorder authentication based on cluster ID

Adding the Cluster ID in the Screen Recorder Profile makes it possible to authorise only the Screen Recorders subscribed to the specified cluster.

*Additional subscription fees may apply.

Bug Fixes

(Base Application) QMS-170 - Agents can be removed and re-created with the same agent ID in VCC 8.4.X and 9.4.x and show as inactive in QM.

(Speech to Text Module) QMS-424 - Some calls are marked as transcribed but sentences are not displayed on the timeline.

Documentation

Quality Management Documentation is available on the 8x8 Knowledge Base.

Troubleshooting and Getting Help

For additional information and assistance, please visit the 8x8 Support Knowledge Base.

*Additional subscription fees apply.